Overview

The Engineering Specialist II serves as a key technical resource supporting contact center, service, and business technologies. This role is responsible for evaluating business requirements, implementing technology solutions, and optimizing systems that drive operational effectiveness. Working closely with cross-functional stakeholders, the Engineering Specialist II leads process improvement, automation, reporting, firmware management, knowledge management, and application development initiatives that enhance both the advisor and customer experience while ensuring the stability, scalability, and performance of critical business platforms.

Responsibilities

Firmware & Product Information Management
• Manage the download, review, testing coordination, and publication of firmware releases.
• Coordinate firmware testing activities with the vCare and Escalation Systems & Support teams to determine release readiness for the U.S. market.
• Communicate promptly with Konica Minolta International regarding escalation issues, firmware testing results, release approvals, and support requests.
• Configure and maintain newly released product information sheets.
• Review technical release notes and create concise summaries for internal stakeholders.
• Maintain and update the ServiceNow firmware matrix and model reference catalogs.
• Publish firmware files, documentation, and related materials on the Konica Minolta OneStop website.
• Create and distribute weekly modification packages and facilitate recurring review meetings.
• Remove End-of-Life (EOL) products and content as required.
• Verify the accuracy and integrity of all published content prior to release.

Knowledge Management & Website Administration
• Conduct quality assurance reviews of technical knowledge articles prior to publication.
• Approve technical knowledge articles for publication.
• Maintain and administer the Konica Minolta OneStop website.
• Identify, troubleshoot, and resolve website content and functionality issues.
• Develop and maintain user documentation, training materials, and self-service resources.

Technology & Application Support
• Design, develop, test, implement, and support business applications and system enhancements.
• Gather and analyze business requirements and translate them into effective technical solutions.
• Identify opportunities to improve business process efficiency through automation and application development.
• Maintain and enhance contact center technologies, integrations, reporting, and analytics capabilities.
• Develop and maintain databases, workflows, system documentation, and technical procedures.
• Monitor system performance and recommend technology improvements and process optimizations.
• Collaborate with business leaders, subject matter experts, vendors, and infrastructure teams on strategic projects and continuous improvement initiatives.
• Manage multiple projects and priorities while ensuring quality, reliability, and timely delivery.
• Support and mentor team members through technical guidance, knowledge sharing, and best practices.

Qualifications
• Working knowledge of Konica Minolta office products and Production Print devices, including firmware management and print driver technologies.
• Experience working within the ServiceNow platform and ecosystem.
• Proficiency with JS
• Proficiency with Microsoft Access, Excel, and other Microsoft Office applications.
• Strong analytical, problem-solving, and troubleshooting skills.
• Experience with JavaScript, system integrations, reporting solutions, web technologies, and application development methodologies.
• Working knowledge of C# is preferred.
• Strong written and verbal communication skills with the ability to effectively interact with technical and non-technical audiences.
• Ability to translate business needs into technical requirements and technical concepts into business-friendly language.
• Experience working in a fast-paced environment while managing multiple concurrent initiatives.
• Strong organizational skills, attention to detail, and commitment to quality documentation and processes.

Education & Experience
• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field; equivalent combination of education and relevant experience may be considered.
• 2+ years of experience supporting business applications, systems administration, software development, or related technology functions.
• 1+ year of experience working within the ServiceNow platform preferred.
• Experience supporting contact center technologies, business process automation, and enterprise applications is a plus.

This posting reflects an existing vacancy that we are actively recruiting for.

Cette annonce correspond à un poste actuellement vacant pour lequel nous recrutons activement.

Salary Disclaimer

Konica Minolta is committed to transparent and equitable compensation practices. Our pay structure is designed to support employee growth, allowing individuals to progress through the salary range as they advance in their role. Actual base pay offered will vary based on a candidate's skills, experience, job-related knowledge, geographic location, and specific business needs.

Salaire- A titre indicatif

Konica Minolta s'engage en faveur de pratiques de rémunération transparentes et équitables. Notre structure salariale est conçue pour soutenir la croissance des employés, permettant aux individus de progresser dans la fourchette salariale au fur et à mesure de leur progression. Le salaire de base réel proposé variera en fonction des compétences, de l'expérience, des connaissances liées au poste, de la localisation géographique et des besoins spécifiques de l'entreprise du candidat.

AI Disclosure

Konica Minolta Business Solutions (Canada) Ltd., or its authorized third-party contractors, may employ Artificial Intelligence technologies to support elements of the recruitment process. Notwithstanding this, Applications are reviewed by our recruitment team, who always make the final hiring decision.

Mention d'utilisation de l'IA

Konica Minolta Business Solutions (Canada) Ltd., ou ses prestataires tiers autorisés, peuvent utiliser des technologies d'intelligence artificielle pour soutenir certains aspects du processus de recrutement. Néanmoins, les candidatures sont examinées par notre équipe de recrutement, qui prend toujours la décision finale d'embauche.